Arcube Product FAQs

First, check your inbox and spam folder.

If your payment was completed through Arcube and you haven't received confirmation, contact support@arcube.com with your purchase email address, booking reference (if available) and payment details.

For purchases completed directly through an external partner, please contact the support team listed on that partner's booking website.

An eSIM is a digital SIM card that allows you to access mobile data without inserting a physical SIM card.

With an eSIM, you can:

• ●Access mobile data as soon as you arrive at your destination.
• ●Avoid expensive international roaming charges.
• ●Stay connected without changing your physical SIM card.

Your device must support eSIM technology and be unlocked from your mobile network provider.

For iPhone:

• ●Go to Settings > Mobile Data (or Cellular).
• ●Look for the "Add eSIM" option.
• ●To check if your phone is unlocked, go to Settings > General > About > Carrier Lock. It should say "No SIM restrictions".

For Android:

• ●Go to Settings > Connections or Network & Internet > SIM Manager.
• ●Look for "Add eSIM" or "Download a SIM instead".

Settings may vary depending on your device model.

https://www.arcube.com/esim/detailed-instructions

After purchasing, you'll receive a confirmation email containing your eSIM installation instructions and QR code.

You can install your eSIM by scanning the QR code, using the installation link, or manually entering the activation details.

You can install your eSIM before travelling. However, your data package's validity period only begins when you arrive at your destination and connect to a supported local mobile network.

You'll need an internet connection to complete the initial installation.

Yes, if your device supports dual SIM functionality. You can typically use your eSIM for mobile data while keeping your regular SIM active for calls and messages.

The available options depend on your device model.

Your eSIM is not linked to a specific flight, so changes to your flight generally do not affect its validity.

If you haven't activated your eSIM, you can use it on your replacement flight or a future trip to the same destination country, provided it remains eligible for activation.

eSIMs are non-refundable after purchase. Please check that your device is compatible and unlocked before purchasing.

If you experience a verified technical issue that prevents your eSIM from working, a refund may be considered on a case-by-case basis.

For technical assistance, contact the supplier using the support information in your confirmation email. If the issue remains unresolved, contact support@arcube.com.

You'll typically need:

• ●A valid driving licence.
• ●A passport or other accepted identification.
• ●A payment card that meets the rental company's deposit requirements.
• ●An International Driving Permit, if required in your destination country.

Driver age restrictions, deposit requirements and other conditions vary by rental provider. Please review these before booking.

After booking, you'll receive a confirmation email containing your rental voucher, pickup and drop-off details, rental dates, supplier contact information and rental conditions.

Present the required documents and your rental voucher at the designated collection location.

If your flight details change, contact your rental provider as soon as possible using the contact information in your confirmation email.

The rental provider may be able to adjust your pickup arrangements based on your updated flight details.

Changes are subject to availability and the provider's terms and conditions.

Car rental bookings can typically be cancelled free of charge up to 48 hours before pickup. Some suppliers may allow cancellations closer to pickup.

Please check the applicable cancellation and modification terms and conditions during checkout before purchasing.

If you need to modify your reservation, contact your rental provider using the details in your confirmation email.

Changes may be subject to availability and additional charges.

Contact your rental provider immediately using the details in your confirmation email.

If the provider cannot fulfil your reservation, an alternative vehicle or refund may be arranged depending on the circumstances.

If your issue remains unresolved, contact support@arcube.com with your booking reference and details of the problem.

• ●Discover the best of your destination with curated activities and local experts.
• ●Book in advance or last minute with real-time availability and trusted reviews.
• ●Enjoy peace of mind with flexible cancellation and 24/7 support.
• ●Choose from thousands of experiences tailored to every interest, budget, and traveller type: solo, couples, or families.

When you click on an experience, you'll be directed to our experience partner, Viator, where you can enter your destination, dates, and preferences. From there, simply browse, check availability, and book.

Viator offers a wide range of experiences in over 200 countries, including:

• ●Skip-the-line tickets to major attractions
• ●City walking tours and cultural excursions
• ●Day trips and excursions from major cities
• ●Food and drink experiences like cooking classes and tastings
• ●Outdoor adventures such as ziplining, hiking, and boat cruises
• ●Private and customisable tours
• ●Family-friendly and accessible options

Whether you're looking to explore iconic landmarks, try local cuisine, or uncover hidden gems, Viator connects you to trusted local guides.

All experiences are provided by vetted local operators who must meet strict quality and service standards. Each listing includes verified customer reviews, detailed descriptions, and clear cancellation policies so you can book with confidence.

If something goes wrong with your experience, Supplier's customer support team is available 24/7 to help resolve the issue quickly. You can contact them via the Viator website or app, where you'll find your booking details and a "Help" or "Contact Support" option.

Supplier may offer a resolution such as a refund or rescheduling, especially if the experience was not delivered as described. Make sure to document the issue and reach out as soon as possible.

Airport lounges provide a comfortable place to relax or work before your flight.

Depending on the lounge, facilities may include complimentary refreshments, comfortable seating, Wi-Fi and charging points.

Available facilities vary by lounge, so please check the details before purchasing.

After purchasing, you'll receive a lounge access pass with a QR code by email.

Present your QR code at the reception desk of an eligible lounge, together with any required travel documents.

Each passenger generally requires their own pass. Children and infants may be subject to different admission requirements or additional charges depending on the lounge.

Yes. If your lounge pass remains unused, you can use it on a future journey at another eligible lounge within the participating supplier's network.

Depending on the provider, passes are typically valid for 3 to 12 months. The exact expiry date will be stated in your confirmation email.

Your booking confirmation email will also contain a link showing the participating lounges where your particular pass can be used.

Each pass can only be redeemed once.

If your flight is delayed or cancelled, your unused lounge pass remains valid until its expiry date.

If a lounge is full or closed, you can use your pass at another eligible participating lounge or save it for a future journey.

Please refer to the link in your booking confirmation email to see which other lounges accept your pass.

Lounge entry remains subject to capacity and opening hours.

Lounge passes are non-cancellable and non-refundable once purchased.

However, if your pass remains unused, you can use it at another eligible participating lounge before its expiry date.

If you experience a technical problem with your pass, contact support@arcube.com.

Airside lounges are located after airport security and immigration, within the departures area.

Landside lounges are located before security, in the public area of the airport.

Always check your lounge's location and allow sufficient time to reach your departure gate.

You can book transfers between airports, hotels and other available destinations, including journeys to and from the airport.

Transfers may be available for booking up to 24 hours before pickup, subject to supplier availability.

Once your booking is confirmed, you'll receive a confirmation email from Arcube.

The email will include your booking details, pickup location and time, meeting instructions, driver or vehicle information where available, and the transfer supplier's customer support contact details.

Some driver details may be provided closer to pickup.

Please keep your confirmation email accessible during your journey.

For airport pickups, transfer providers typically use your flight number to monitor arrival times and adjust pickup arrangements if your flight is delayed.

The complimentary driver waiting time varies depending on the transfer provider and booking. Please check the applicable terms and conditions during checkout before purchasing.

If your flight is significantly delayed, cancelled or rescheduled, contact the transfer supplier using the support details in your confirmation email as soon as possible.

Changes may be possible depending on the supplier's modification policy, availability and the time remaining before pickup.

Contact the transfer supplier using the information provided in your confirmation email.

If the supplier cannot accommodate the requested change, you may need to cancel and make a new booking, subject to the applicable cancellation terms.

Yes, provided your booking is still within the transfer supplier's permitted cancellation window.

Cancellation deadlines vary depending on the provider and booking. Please review the terms and conditions during checkout before purchasing.

To cancel an eligible booking, visit https://airline.url.com/my-orders [PLACEHOLDER: replace with the relevant airline's booking-management URL before publishing], enter your purchase email address and follow the verification steps.

Cancellations requested after the applicable deadline may not be eligible for a refund.

Contact the transfer supplier immediately using the phone number or support information in your confirmation email.

If the issue remains unresolved, contact support@arcube.com with your booking reference, pickup details and a description of what happened.

If a failure to provide the booked service is confirmed, an appropriate resolution, including a refund where applicable, will be arranged.

Baggage Protection provides additional protection if your checked baggage is delayed or not returned by the airline.

If your baggage is not returned within 96 hours of your flight's actual arrival, you are eligible for a payout of $1,000 per covered bag, subject to the product terms.

Each policy covers up to two checked bags per passenger, providing a maximum payout of $2,000 per passenger.

The service is designed to provide a straightforward claims process without requiring itemised receipts for the contents of your luggage.

Yes. Each passenger requiring protection must purchase their own policy.

One policy covers up to two checked bags belonging to the named passenger.

For example:

• ●One passenger with two checked bags requires one policy.
• ●Two passengers with one checked bag each require two separate policies.
• ●One passenger with more than two checked bags will only have their first two eligible bags covered.

Coverage is specific to the passenger and booking reference.

If your checked baggage does not arrive, follow these steps:

1. Report your missing baggage to the airline immediately and obtain a baggage claim reference or Property Irregularity Report (PIR).
2. Submit a claim to the Baggage Protection supplier using the instructions provided in your confirmation email.

Your claim must be submitted within 24 hours of your flight's actual arrival time.

Include your Service Agreement number from your confirmation email and any required baggage documentation.

If your baggage is not returned within 96 hours of arrival, the supplier will assess and process the applicable payout according to the service terms.

If your flight is delayed or rescheduled under the same booking reference (PNR), no action is required. Your existing Baggage Protection remains valid.

If your flight is cancelled and you are rebooked under a different PNR, contact the supplier using the instructions in your confirmation email before your replacement journey begins.

Provide your Service Agreement number and updated flight details so the supplier can confirm or update your coverage.

Baggage Protection is non-refundable and cannot be transferred to another passenger once purchased.

If your flight changes, an update to your covered itinerary may be possible where required, but this does not constitute a transfer of the policy to another passenger.

For questions about your coverage, contact the supplier using the details in your confirmation email.

Fast Track provides access to dedicated priority lanes at participating airports, helping you move through security more quickly.

After purchasing, you'll receive an email containing your Fast Track pass and access instructions.

Depending on the airport, you may need to scan a QR code, present your booking confirmation or provide a booking reference at the Fast Track entrance.

You may print your pass if preferred.

Yes, you can purchase multiple Fast Track passes in a single booking.

Passenger details must be entered correctly, and each traveller requiring access must have a valid pass.

Age restrictions and child admission policies vary by airport. Please check the applicable conditions before purchasing.

Fast Track passes can generally be booked up to three months in advance. Some airports also allow same-day bookings, subject to availability.

Your pass is valid for the airport, terminal, date and time slot shown in your booking confirmation.

Opening hours and access conditions vary by airport.

Your Fast Track pass does not automatically transfer to a replacement flight or time slot.

If your flight is delayed, cancelled or rescheduled, you can contact the Fast Track supplier directly using the contact details provided in your confirmation email to request an adjustment.

Any adjustment is entirely at the supplier's discretion and is not guaranteed.

If the supplier cannot accommodate your request, you may need to purchase a new pass.

Fast Track passes are non-transferable and non-refundable after purchase.

However, in the event of a flight delay, cancellation or rescheduling, you may contact the supplier directly to request an adjustment.

Approval is at the supplier's discretion and is not guaranteed.

Refunds are not provided simply because the standard security queue was shorter than expected.

First, speak to airport staff at the Fast Track entrance and present your booking confirmation.

If the issue cannot be resolved, contact the supplier using the details in your confirmation email.

For further assistance, contact support@arcube.com with your booking reference, airport, travel date and details of the issue.

• ●Reduce your environmental impact by balancing the emissions from your flight
• ●Support certified climate projects like reforestation and clean energy
• ●Travel more responsibly without changing how or where you fly

Your contribution supports the Tambopata-Bahuaja Biodiversity Reserve (REDD+) in Tambopata, Peru.

• ●This project conserves 591,119 hectares of threatened tropical rainforest in the Peruvian Amazon, protecting habitat for rare and endangered wildlife
• ●Protects 30 High Conservation Value species including giant otter, blue-headed macaw, and giant armadillo
• ●Creates sustainable livelihoods through cacao production, with 632 jobs created or supported (15% held by women), contributing about $2.9 million to the local economy
• ●Restores 4,000 hectares of degraded land and has planted 1 million trees while protecting against threats like illegal mining, logging, and slash-and-burn agriculture
• ●The project has reduced global emissions by over 4.2 million tonnes of CO2 (equivalent to about 453,000 homes' annual energy use)
• ●Validated by Verified Carbon Standard (VCS) and Climate, Community, and Biodiversity (CCB) at Gold level, addressing 8 United Nations Sustainable Development Goals (SDGs)

You'll receive a certificate by email showing your contribution and the exact project you supported.

Carbon emissions are gases released into the atmosphere when we burn fossil fuels like coal, oil, or gas. These gases trap heat, causing the Earth to warm and driving climate change.

A carbon credit is a unit used in carbon offsetting. One credit equals the reduction or removal of one metric ton of greenhouse gases from the atmosphere.

All projects are verified and certified by a recognised registry, such as Gold Standard. We also provide an additional 7 checks to ensure the project makes a real impact:

1. Additionality: The emission reduction can only happen because the project is implemented
2. Accuracy (over-crediting): The project's emission removal or avoidance is accurately measured
3. Permanence: The projects store or remove carbon for a long period of time
4. Alterior incentives: The project or the income from selling carbon credits does not create perverse incentives that could worsen the climate crisis
5. Double counting: Ensuring project credits are only issued and counted once
6. Positive community impact: The project improves social, economic, and environmental outcomes locally, aligning with at least three United Nations Sustainable Development Goals (SDGs)
7. Monitoring and evaluation: The project has robust monitoring and verification policies to ensure it continues to meet requirements

We calculate your emissions based on booking details such as route, number of passengers, and aircraft type. This lets us estimate the carbon impact of your flight and match it to a certified offset project. You'll see the calculated price before purchase.

If your flight is changed and rebooked, your carbon offset will automatically apply to the new itinerary. If you cancel your trip, contact our support team for options regarding the offset. The product is non-refundable once purchased.